Manager, Knowledge Systems & Automation
SurveyMonkeyUlloa, Costa Rica
Posted April 22, 2026
Full Time
About the Company
SurveyMonkey is a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers.
Job Description
We're seeking a forward-thinking leader to execute our self-service strategy across our Help Center and customer-facing chatbot. As Manager, Knowledge Systems & Automation, you'll design and run the information architecture and knowledge systems that power AI-driven support.
Requirements
- 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred)
- Technical & Platform Expertise: Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom)
- IA & Data-Driven Strategy: Strong information architecture skills with a track record of building scalable knowledge structures
- Hands-on Leadership: Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role
Benefits
- Competitive salary and benefits package
- Flexible hybrid work environment
- Opportunities for professional growth and development
- Inclusive and diverse work culture